We make decisions based on what we think is fair and reasonable, accounting for the unique circumstances of each case we receive. We anonymise our decisions and write them in a way that prevents the person or small business complaining from being identified.
This database holds all the final decisions we’ve published since 1 April 2013 under the Financial Services and Markets Act 2000, as amended by the Financial Services Act 2012.
Your search returned 392389 results
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Decision Reference DRN-5886183
15 Jan 2026 Tandem Bank Limited Not upheldConsumer CreditDRN-5886183 The complaint Mrs D’s complaint is, in essence, that Tandem Bank Limited 1 (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with her under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2) deciding... (11 pages)View decision -
Decision Reference DRN-6076550
15 Jan 2026 AWP P&C S.A. UpheldInsuranceDRN-6076550 The complaint Miss T complains that AWP P&C S.A. declined her travel insurance claim. My references to AWP include its agents. What happened Miss T has travel insurance through a bank account, insured by AWP. While on holiday abroad she pre-booked a speedboat to take her... (4 pages)View decision -
Decision Reference DRN-5931729
15 Jan 2026 Next Risk Solutions Limited Not upheldInsuranceDRN-5931729 The complaint Mr M complains he was misled by Quote Detective into entering a more expensive policy than he had found elsewhere. What happened On 21 May 2025 Mr M contacted Quote Detective to obtain a quote for van insurance. The agent he spoke to, after quoting a price of £... (3 pages)View decision -
Decision Reference DRN-6043150
15 Jan 2026 EUI Limited UpheldConsumer CreditDRN-6043150 The complaint Miss S complains about adverse information reported to her credit file in relation to an agreement she held with EUI Limited trading as Admiral (“Admiral”). What happened In January 2024, Miss S took out an insurance product with a third-party insurance provid... (4 pages)View decision -
Decision Reference DRN-6080403
15 Jan 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6080403 The complaint Mr and Mrs M’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to unfair credit relationships with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2) d... (12 pages)View decision -
Decision Reference DRN-5863740
15 Jan 2026 One Insurance Limited Not upheldInsuranceDRN-5863740 The complaint Mr A complains that One Insurance Limited voided (cancelled it from the start) his motor insurance policy after he made a claim because it said he hadn’t provided correct information about non-motoring convictions. He wants it to remove the voidance, deal with ... (3 pages)View decision -
Decision Reference DRN-5763149
15 Jan 2026 Starling Bank Limited UpheldBanking and PaymentsDRN-5763149 The complaint Q, a limited company represented here by its director Mr A, is unhappy Starling Bank Ltd declined to reimburse the money lost when Mr A fell victim to a scam. What happened Q (and Mr A) are represented in this complaint by a claims management company, for simp... (3 pages)View decision -
Decision Reference DRN-5934579
15 Jan 2026 Aviva Insurance Limited Not upheldInsuranceDRN-5934579 The complaint Mr T complains Aviva Insurance Limited (Aviva) unfairly recorded a claim on his motor insurance policy as joint liability. What happened Mr T was involved in a collision on 4 May 2025 with a third-party car. He reported it to Aviva and provided evidence, which... (3 pages)View decision -
Decision Reference DRN-5925997
15 Jan 2026 Santander UK Plc Not upheldConsumer CreditDRN-5925997 The complaint Mrs H complains that Santander UK Plc (Santander) was irresponsible in its lending to her. What happened Mrs H applied for credit with Santander and was given a loan as follows: Date Amount of Credit APR Loan Term Monthly Repayment January 2022 £10,000 16.9% 6... (3 pages)View decision -
Decision Reference DRN-5874799
15 Jan 2026 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5874799 The complaint Mr G has complained about the way Barclays Bank UK PLC trading as Tesco Bank (“Tesco”) dealt with a claim for money back in relation to a cruise holiday he paid for with credit it provided. What happened In November 2024, Mr G used his Tesco credit card to pay... (4 pages)View decision